Job Description | PROJECT MANAGER - MANAGED HELP DESK / IT SERVICE DESK & DESKSIDE SUPPORT
MANDATORY : demonstrated responsibility for managing Help Desk/IT Service Desk projects and their personnel, client delivery, and SLA performance. Preferred : Minimum 10 years of overall professional experience.
1. Lead overall contract execution and delivery of Tier 1 Service Desk and Tier 2 Deskside Support services, including Enterprise and specialized human-services/eligibility support teams.
2. Serve as primary client contact for contractual, operational, and performance matters; lead governance meetings, service reviews, status briefings, and escalations.
3. Develop and maintain project and staffing plans, risk/issue logs, service-delivery controls, and continuous-improvement actions.
4. Directly oversee the 52-position staffing ramp (within 30 calendar days), ongoing staffing compliance (at least 85%), critical-role continuity, recruiting pipeline, screening, onboarding, training, and replacement coordination with designated managers.
5. Monitor and manage service SLAs and metrics, including answer speed/response targets, average handle time, first-contact resolution, customer satisfaction, call abandonment, and personnel compliance; address deficiencies and coordinate corrective-action plans.
6. Ensure accurate, timely transition, staffing, performance, meeting, timekeeping, invoice, and compliance deliverables in coordination with Transition, Hiring, and Invoicing Managers.
7. Manage service escalations, risks, changes, personnel transitions, continuity issues, and equipment/accountability concerns under client governance and security requirements.
8. Support transition readiness, client-approved operating milestones, and other duties necessary for successful Help Desk and Deskside contract performance. |
Skill set info | REQUIRED: prior accountable leadership of managed Help Desk/IT Service Desk projects (not merely help desk agent experience). Ability to manage Tier 1 service desk and Tier 2 deskside delivery; client/account governance; multi-team staffing ramp and continuity; SLAs and help desk KPIs (ASA/answer speed, AHT, FCR, CSAT, abandonment); performance reporting; risk/issue/change management; escalations, corrective actions; workforce security and training coordination. Preferred 10+ years total experience; |
